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Job Description

Accenture Infrastructure & Cloud Operations (ICO) provides a broad range of information technology enterprise solutions and customizable products to the largest companies in the world. Accenture ICO customers include telecommunications providers, utilities companies, financial institutions, healthcare, and consumer goods suppliers.

Accenture values work-life balance and recognizes the need for flexibility. We offer a wide range of market-relevant training programs and certification paths to help you manage the demands of your career growth. With us, you will have the possibility to learn from the best IT experts on the market, work in a culturally diverse, international environment, and specialize in top-leading technologies.

Key Responsibilities

  • Familiar with ServiceNow, IT Service Management, IT Operating Model
  • Familiar with BMC Remedy to receive and document CHG INC and for ticket handling for clients.
  • Sufficient technical background to understand the different architectures of the core IT systems, and to understand the impact of new technologies.
  • Experience in using ITIL processes. Ensure request, incident, problem, knowledge articles, and change records are accurate and complete, from creation to closure.
  • Assist in creating and maintaining IT operational workflows, knowledge documents, reports, portal content, and communications to IT and business customers.
  • Monitor systems and trends, prevent occurrences of incidents, problems, and errors, and improve overall performance.
  • Facilitate major incident conference bridges, accurately identifying and logging attendees, timelines, and troubleshooting steps taken.
  • Establish and maintain relations with clients, technical domains, service delivery managers, and global service management representative


Role Requirements

  • Minimum of 1-2 years experience working in an IT service environment within a complex and diverse organization
  • Have 1 year of general knowledge of IT surrounding technologies. A certificate for any of the platforms or methodologies is a plus
  • Good knowledge of IT Service Management knowledge, ITIL processes
  • Have good verbal communication skills in both technical and non-technical communications
  • German language knowledge is mandatory
  • Have a good analytical mindset for problem-solving under stress and time pressure
  • Communicative and social skills, ability to work in a team

We offer:

  • Home working and flexible working hours
  • Benefits packages
  • Training packages on various technologies with certifications, language courses
  • Over-time work and on-call compensation
  • International teams and multilingual environment

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